Customer Support Representative

Emploi pas sur LinkedIn

🕒 il y a 1 mois

🤠 Texas – Distant

🤠 Texas – Remote

💵 $18 - $20 / heure

⏰ Temps Plein

🟢 Junior

💝 Support Client

🚫👨‍🎓 Aucun diplôme requis

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Alcumus

Site WebLinkedInTous les Emplois

1001 - 5000 employés

📋 Conformité

🏢 Entreprise

💰 Private Equity Round en 2022-05

Compliance • Software • Enterprise

Alcumus est une entreprise axée sur la technologie, spécialisée dans les solutions de conformité et de gestion des risques. Elle propose des logiciels et des services qui aident les organisations à maintenir des normes de santé et de sécurité, à gérer les risques et à se conformer aux réglementations. Avec un accent sur l'amélioration de l'efficacité opérationnelle et la sécurité des employés, Alcumus sert des entreprises de divers secteurs, leur fournissant les outils nécessaires pour prospérer dans un environnement réglementaire.

Description

• Handle inbound and outbound customer interactions via phone, email, and live chat • Provide professional, empathetic, and accurate support across all communication channels • Resolve product, process, and technical issues while maintaining high customer satisfaction • Support the Record of Evaluation (ROE) process and related workflows • Assist with DOT Drug & Alcohol compliance questions and processes • Guide evaluators through application setup, system navigation, and mobile app usage • Support OQ candidates with questions related to training, tasks, and qualification requirements • Assist with assigning training for Common Covered Tasks required in the OQ process • Manage and prioritize time-sensitive requests, including ROE rush requests • Track customer inquiries and feedback to identify trends and improvement opportunities • Proactively monitor customer health and escalate risks as needed • Encourage product adoption by sharing best practices and optimization strategies • Partner with internal teams to resolve escalations and improve the end-to-end customer experience • Accurately document all customer interactions in Salesforce (or CRM) • Maintain detailed case notes, follow-ups, and resolution tracking • Contribute insights to improve processes, knowledge bases, and support workflows

🎯 Exigences

• High School Diploma or GED required • 1+ year of customer service or customer support experience (call center or SaaS environment preferred) • Typing speed of 40+ WPM • Proficiency with Microsoft Office tools • Experience using Salesforce or a CRM system preferred • Ability to learn quickly with strong self-learning capabilities • Open to feedback and committed to continuous improvement • Strong problem-solving skills with perseverance through resolution • Customer-first mindset with a high level of ownership and accountability • Excellent written and verbal communication skills • Comfortable managing customers and contractors by phone, chat, and email • Highly collaborative team player with adaptability to changing workloads and processes • Strong organizational skills and attention to detail • Self-motivated, dependable, and focused on delivering positive customer outcomes

🏖️ Avantages

• 100% paid employee medical and dental insurance • Monthly contributions to Health Savings Accounts • A 401(k) match that is immediately fully vested • Outstanding time off benefits • Paid time off for volunteer activities • Remote work